AccountId: 011433970860
ContactId: 3adc2201-b1d0-4d0f-8297-dffe149b1bf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368420 ms
Total Talk Time (AGENT): 141819 ms
Total Talk Time (CUSTOMER): 105805 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3adc2201-b1d0-4d0f-8297-dffe149b1bf5_20250217T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good. I'm good, thank you. I have a member on the line. She wants to make uh over the phone payment, but she asked me if we take this cover. I, I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do we? OK.
[AGENT][NEUTRAL] Um, I believe so. Yeah, I haven't, I haven't heard anything otherwise.
[CUSTOMER][NEUTRAL] OK. All right then. uh, yeah, mhm. Let me know when you're ready.
[AGENT][NEUTRAL] Let me just get logged in real quick.
[AGENT][NEUTRAL] As far as I know, there isn't anything that we don't take because I'm pretty sure we take Amex as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And I think that's usually the one that uh we people don't take when they don't take something. Uh, oh [PII], I need to put it, I need to put in a code. Hold on a second.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK, um, what is her name?
[CUSTOMER][NEUTRAL] Her name is Ms. [PII]. And the policy number is 673136.
[AGENT][NEUTRAL] Oh, so it's an individual?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] Alright, I've got her. All right, thank you so much. You can send her on over.
[CUSTOMER][POSITIVE] OK. Yes. All right, thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the group billing department. She's gonna assist you from here and she does take, um, Discover, OK.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome have a good afternoon.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] in the billing department. I understand you're wanting to pay on your policy.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right. And I just want to confirm your policy number is 673136.
[CUSTOMER][NEUTRAL] OK, I got 2 on one a minute.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number 00673136, yeah, that's one of them.
[AGENT][NEUTRAL] OK, what's the other one we'll just go ahead and get that number out of the way.
[CUSTOMER][NEUTRAL] 00673134.
[AGENT][NEUTRAL] 4, OK. And just in case we were to get disconnected, can I get your callback number just to be on the safe side?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So for that first one that ends in 36, what were you wanting to pay today?
[CUSTOMER][NEUTRAL] The whole amount.
[AGENT][NEUTRAL] The 240.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last thing I'm gonna use the billing zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right.
[AGENT][NEUTRAL] Once I have that processed I can give you an authorization number.
[AGENT][NEUTRAL] I can also send that uh a receipt via email if you'd like.
[CUSTOMER][NEUTRAL] That's OK. This would be enough.
[AGENT][NEUTRAL] Alright, but the authorization number is 017.
[AGENT][NEUTRAL] 41 P as in Paul.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and did you want to.
[CUSTOMER][NEUTRAL] That's for 2:40, right?
[AGENT][NEUTRAL] Uh yes, ma'am, mhm, and you wanted to um go ahead and pay on that other one as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let me get this.
[CUSTOMER][NEUTRAL] The full amount.
[AGENT][POSITIVE] Let me get this settled and then let's see the new one going.
[AGENT][NEUTRAL] Ending in [PII].
[AGENT][NEUTRAL] All right, it looks like for this one is 150, 180.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Now I apologize I'll have to get that card number again because I just entered directly in the system and don't write it down.
[CUSTOMER][NEUTRAL] That's fine. You ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the billing zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome, OK, let me get that processed for [PII].
[AGENT][NEUTRAL] I'll have that authorization number for you.
[AGENT][NEUTRAL] Alright, this one is 017.
[AGENT][NEUTRAL] 07 P as in Paul.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Yes ma'am. Was there anything else I can help you if I were on the phone?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, Mr. [PII], you have a great rest of your week. Thank you for calling ATO.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Mm bye-bye.